Job Title

Job Description BACKGROUND TO THE ROLERedcentric are looking for a bright, enthusiastic individual to join our 2nd Line Technical Support team based in Harrogate. Whilst a technical mind-set is required for the role we are also very interested in people who have the desire to learn and want the opportunity to develop and progress their technical career alongside providing a high level of support to our customers. Efficiency initiatives and continual service improvement are all key to providing this. The successful candidate will act a Shift Leader for a team of up to 13 engineers during standard working hours and a team of up to 2 out of hours. You will be able to demonstrate a good all round technical understanding along with the ability to lead a team.Working as part of a team that operate within a 24 x 7 shift environment, the role will require you to work a continental shift pattern, providing high quality service to our customer base. Monitoring and managing faults through to resolution.Key responsibilitiesKey responsibilities include but are not restricted to the following:Manage and motivate a team of engineers, ensuring they strive towards customer satisfaction and speedy fault resolutionDevelop a good technical understanding of the business product set, contributing towards the continual improvement of new and existing products.Offer technical leadership, define and document best practice to other support tiers by providing informal assistance & formal trainingDevelop and train your peers, while maintaining internal training documentationManage escalations and drive a 'permanent fix' cultureAdhering to contractual SLAsPreferred skills/knowledgeWhilst we don't expect you to be an expert in all these areas, an understanding and willingness to expand your technical knowledge in these areas is a must. Range of technologies including (but not limited to):Broadband technologies - ADSL / FTTC / FTTP / SOGEALAN Networking - Cisco / MerakiFirewalls - Cisco / Fortinet / MerakiWAN Networking - Cisco / Huawei / OneAccessSD-Wan - Meraki / FortinetWLAN Networking - Meraki / ArubaCellular Networking - Digi / TeltonikaRouting / BGP / MPLSVoIP SIP Telephony solutions - BroadworksVoIP SIP Telephony handsets/clients - Polycom / Cisco / Cisco WebEx / TeamsVPN / Authentication 2FA solutions - Safenet / MobilePass / Fortinet AuthenticatorCompetenciesStrong leadership skillsStrong communicator and listener to translate technical jargon to stakeholdersExcellent organizational and workload analysis skillsProfessional written and verbal communication skillsExcellent customer service skillsAbility to work under pressureCreative problem solvingIntegrityTechnical certifications (desirable but not essential)Cisco CCNASIP School SSCAITIL Foundation (awareness essential)HOURS OF WORKDue to the nature of this role, you will be required to work a rolling continental shift pattern based on the following hours:X 2 day shifts from 7.00am to 7.00pmX 2 night shifts from 7.00pm to 7.00amThe above shift pattern would be followed by a 4 day rest period. Due to the nature of a support role, there may be occasions where cover would be required for holidays / sickness. JBRP1_UKTJ